SLA Manager

Náplň práce, právomoci a zodpovednosti:
We are looking for a dedicated and customer-oriented Service Level Manager to join our team. The ideal candidate will be responsible for managing Service Level Management activities, ensuring contractual commitments are met, and maintaining professional communication with our single customer. This role requires a combination of analytical skills, stakeholder management, and hands-on involvement in service operations to ensure customer satisfaction while protecting CGI’s interests

Your future duties and responsibilities
• Prepare billing and billing reports in line with contractual requirements.
• Monitor and ensure compliance with agreed service targets, working closely with ITIL process managers.
• Collaborate on communication with the customer – the SLM is a key point for addressing topics related to SLA and the contract.
• Define and agree on criteria for project handover into support from a Service Level Management perspective.
• Negotiate and manage contract changes when required.
• Provide on-site presence at the customer location as necessary.
• Work in close cooperation with Asset Management to ensure alignment between service performance and asset-related processes.
• Serve as a backup for other ITIL process roles when needed.
• Maintain a deep understanding of the customer contract and effectively represent CGI’s interests in all discussions with the client.

Zamestnanecké výhody, benefity:
• An excellent combination of friendly working atmosphere and a stable background of one of the largest IT companies in the world.
• Support of your professional growth.
• Many opportunities for your development and education through various certified programs and through sharing of corporate knowledge.
• Employment contract for an indefinite period.
• Flexible working hours with the possibility of home office according to agreement (not only during the pandemic).
• Participation in the company’s profit (the so-called Profit Participation Plan).
• Company share program (the so-called Share purchase Plan) – the possibility of purchasing employee shares.
• 3 sick-days for recovery.
• 30 days of fully paid sick leave.
• Benefit Plus Program for leisure activities in the field of sports, culture, travel, health or education.
• Referral bonus for referring a new colleague.
• The possibility of obtaining an interest-free loan for an employee.
• Language training for employees.
• Multisport card for sports and wellness facilities and others.
• Vaccination against influenza and tick-borne encephalitis.

Požiadavky na zamestnanca:
Minimum of 3 years of experience in ITIL roles (e.g., Incident, Problem, Change, Service Level, Release, or similar).
• Proven ability to manage and improve ITIL processes and drive service excellence.
• Strong communication, interpersonal, and collaboration skills.
• Knowledge of ITIL best practices and frameworks across multiple disciplines.
• Experience with IT service management tools and platforms.
• Solid understanding of risk management and service continuity planning.
• Fluency in Slovak and English languages.